Case Study: CarMax improves customer engagement and efficiency with Cresta

How CarMax enhances customer engagement and improves efficiency with Cresta

CarMax, the nation's largest retailer of used autos, sought to enhance its customer experience and operational efficiency by improving its omni-channel capabilities. The challenge involved integrating advanced technology to handle a wide variety of customer inquiries and better support frontline associates. To address this, they partnered with the vendor Cresta for its AI-driven platform.

By implementing Cresta's solution, CarMax empowered its associates with real-time AI insights and support. This resulted in significant performance gains, including an approximate 10% improvement in response time, sales conversion, and session duration. The partnership with Cresta also streamlined quality assurance, accelerated associate training, and delivered a strong return on investment through improved efficiency and valuable customer journey insights.

CarMax

Bryan Ennis

Vice President of Customer Experience Centers